Manager, IT Service Desk

kplace culture aligned with our core values of being inclusive, collaborative, customer centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.

The Manager, IT Service Desk manages the Unified Communications services, IT Help Desk operations, and delivers support to Brother's end users. This position schedules and manages the activities of the Help Desk team to provide daily coverage including the monitoring of the Help Desk ticketing system, answering telephone calls, and assisting users with requests. This position assigns tickets to direct reports and IT system administrators. Additionally, this position creates monthly management reports to summarize Help Desk activities and tickets opened and closed.

WHAT YOU'LL DO

Customer Support Operations Management

• Manage staff members who are responsible for answering Help Desk requests and measure against our SLA's

• Monitor the Help Desk system for open and unassigned requests

• Assign requests to the appropriate technicians

• Follow up on the closing of completed requests

• Ensure that the Help Desk phone line is answered (24x7x365)

• Produce monthly management reports to summarize number of requests taken and completed, categories of requests, and average time to complete requests

Unified Communications Systems Support

• Support business units with communication software usage and equipment

• Provide Budget forecasts Hardware Refresh, Maintain Asset inventories for all hardware, software and usage

• Support all AV rooms and provide executive support for monthly leadership townhalls

• Ensure that licenses are kept up to date

• Administer and maintain all phones including corporate mobile phones and phone usage

• Provide windows account administration for all users with the Americas

• Maintain workstation images and ensure we are protected following security polices, AV, VPN, MFA

• Review and approve invoices and maintenance of service desk hardware and software for all of BIC

• Provide the highest level of VIP Executive support

• Run quarterly CSAT surveys and develop a continuous improvement plan based on CSAT data.

People Management

• Coach and develop team members

• Maintain a technically proficient Help Desk and Administrative staff

• Develop and implement educational plans for staff members

• Ensure that JSOX compliance guidelines are met by staff

Corporate Compliance Support

• Coordinate all Customer Support Operations duties required to support the IT organization's Security as well as JSOX initiatives

• Adhere to procedures and produce supporting documentation as required

• Assist senior IT management with the development of the annual corporate telecommunications budget and tracking of the budget during the fiscal year

ABOUT OUR IDEAL CANDIDATE

Education

• Bachelor's Degree (or equivalent experience) in Computer Science, Information Systems, or related fields- Required

Experience

• Minimum 5 years experience working in or leading a Help Desk environment

• Minimum 5 years experience managing and using a Help Desk ticketing system

• Minimum 1 year experience supporting and managing a UCaaS system

Software/Technical Skills

• Knowledge of Voice Over IP systems and services

• Ability to create an annual budget for telecommunication services

• Ability to define, create and document standardized procedures

Other Skills, Knowledge, & Abilities

• Project management and organizational skills

• Strong written, oral and interpersonal communication skills

• Ability to lead a diverse team

• Ability to work after hours & On-call availability

ADDITIONAL DETAILS FOR THIS ROLE

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

• The salary (or hiring) range for this position is $90,000 - $111,000 per year

• Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data

• This position is eligible to participate in the relevant Brother variable pay incentive plan(s). Applicable bonus awards are discretionary and contingent upon 1) achievement of your individual objectives and 2) Brother achieving its corporate and business-level objectives

• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2025/guidebook/

Benefits

We offer a comprehensive benefits package with diverse plan options to meet your family's needs, including health, vision, and dental insurance-all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. To learn more, visit our benefits page: https://careers.brother-usa.com/benefits

Our Mission, Vision, & Culture

Our mission is to live our "at your side" promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit: https://careers.brother-usa.com/ourculture

About Where We Work

Brother's corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always "at your side" for our customers.

Links to Learn More

To hear more about our business and culture, visit these helpful links:

• Brother's Product Categories:
  https://careers.brother-usa.com/our-products

• Diversity, Equity, and Inclusion (DEI) and Employee Resource Groups (ERGs):
  https://careers.brother-usa.com/employee-resource-groups-diversity

• Corporate Social Responsibility:
  https://careers.brother-usa.com/our-corporate-social-responsibility-sustainability

• Work-Life and Flexibility:
  https://careers.brother-usa.com/lifeatbrother

• Growth and Development:
  https://careers.brother-usa.com/career-development

• Follow us on LinkedIn:
  https://www.linkedin.com/company/brother-usa/

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.